Remote Health Care Advocate

Overview About Rely HealthAt Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States. By combining human empathy with technology, we aim to ensure comprehensive, efficient, and accessible care navigation for all patients, regardless of location or circumstances. Our solution reduces worry and frustration for patients and their families while improving health outcomes and reducing the total cost of care.
About the role The Care Advocate guides patients and their families through the care journey by combining human interaction and technological tools to facilitate a seamless experience during the intake process and through appointments. The Care Advocate helps reduce worry and frustration for patients, families, and caregivers by increasing communication, coordination, and efficiency across the healthcare and transportation system. Activities include: assisting patients with completing medical forms using technology; obtaining referrals or authorizations; arranging transportation; contacting patients prior to appointments to ensure follow-through; documenting patient advocacy activities; maintaining knowledge of and collaborating with local healthcare-related resources and insurance plans; and keeping patients, their families, and caregivers apprised of care management. The Care Advocate contributes to building the technology platform to support transitions through the patient’s care journey. Acting as a personal patient concierge, strong customer service and communication skills are essential and will include heavy use of phone (inbound and outbound), email, and AI chat. You will be responsible for understanding patient and/or provider requests and connecting patients to the appropriate resource. Success is based on results-oriented goals and metrics.
Responsibilities Provide advanced coordination across multiple patient care pathways using AI-enabled workflows.
Establish relationships and serve as the primary point of contact for patients and their families or caretakers.
Assist patients requiring support with digital forms and surveys, utilizing AI tools to streamline the process.
Facilitate patient engagement through proactive outreach and digital communication tools.
Clearly communicate purposes and services available to patients, family members, and caregivers.
Coordinate transportation into or out of a care setting.
Maintain frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in initiatives.
Aide in customer service and patient experience by maintaining a non-judgmental, calming presence and relaying feedback to appropriate staff.
Investigate and resolve patient/provider inquiries and concerns in a timely manner.
Perform duties in compliance with HIPAA and protect patient information.
Develop expertise in insurance benefits and exclusions related to treatment.
Maintain documentation of client encounters in appropriate software and complete reporting per program standards.
Enter detailed information into company proprietary software while communicating with patients.
Disclose relevant training, experience, and credentials to ensure patients understand the Navigator’s scope of practice.
Analyze patient data to identify care gaps and initiate outreach based on performance metrics.
Collaborate with AI tools to streamline patient interactions, focusing on higher-acuity cases.
Meet key performance indicators including service levels, call volumes, adherence, and quality standards.
Attend team meetings regularly with active engagement and collaboration.
Technology Integration Test and utilize new tools or product features.
Provide constructive, comprehensive, and honest feedback regarding product and operational enhancements in a timely manner.
Regularly engage with and integrate new technology solutions into the virtual care navigation process to enhance job efficiency and ensure seamless patient experiences.
Remain adaptable and responsive to the evolution of healthcare technology solutions, including software updates and new tools.
Participate in regular training sessions and workshops to ensure proficiency in all adopted technology platforms.
Use technology platforms to monitor and communicate with patients via education and screening tools, initiate or provide appointment coordination, and provide timely reminders.
Minimum Required Qualifications High school diploma or GED
Experience in healthcare, home health, managed care, behavioral health, population health or care coordination environments
Experience working in high-accountability remote operations environments
Ability to maintain a high level of productivity autonomously
Experience working in a call center environment
Preferred Qualifications Bilingual communication skills
Familiarity with patient outreach workflows, appointment coordination, referral management or engagement programs
Experience with underserved populations
Knowledge of Medicare, Medicaid and commercially insured payer practices
40+ wpm typing proficiency
Experience documenting in electronic health record systems or similar
Experience using AI technology, apps, software
Competencies (Knowledge/Skills/Abilities) Knowledge of medical terminology
Knowledge of HIPAA and PHI rules and practices
Working knowledge of computer skills using MacOS, internet, Microsoft Word/Excel/Outlook, Google Workspace, video conferencing, and browser-based tools
Strong customer service orientation, digital communication, and telephone etiquette
Effective written and verbal communication
Organizational skills and ability to manage competing priorities
Ability to work within timeframes as part of a care team or independently
Ability to develop relationships with patients and care team members
Active listening and responsive communication to understand patient needs
Comfortable working in ambiguity and fast-paced environments
Operational ownership and proactive issue escalation
Problem-solving with logical reasoning and flexibility
Non-judgmental and energetic demeanor
Other The statements above describe the general nature and level of work performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions. Rely Health is an equal opportunity employer and does not discriminate on a basis protected by law.
Working Conditions Requires frequent use of the telephone and computer. Prolonged periods of sitting at a desk, computer work and reading can be anticipated.
Benefits 401(k)
Dental insurance
Health insurance
Vision insurance
LT/ST Disability and Life Insurance
Technology reimbursement
Paid time off (Vacation, Sick, Holiday)
Paid Parental leave
Professional development
Technology Reimbursement
Pay The pay range for this role is:
20 - 24 USD per hour (Florida)
20 - 24 USD per hour (Minnesota)
20 - 24 USD per hour (California)
20 - 24 USD per hour (Illinois)
20 - 24 USD per hour (South Carolina)

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